Refund policy

Objective:

To take appropriate prompt action to prevent further problems and to minimise the likelihood of reoccurrence.

The most common reasons a product may be returned to the premises are:

  • Failure to meet customer specification
  • Temperature discrepancy
  • Quality issue
  • Appearance of load
  • Packaging failure
  • Incorrect item sent out.
  • All the above categories need to be assessed on its merit.

 

Procedure:

1) Products that have been returned during customer inspection require thorough assessment with corrective actions taken almost immediately, in order to prevent reoccurrence.

2) Each case will need to be assessed on its merit and judged as to whether itshould be rejected as unfit for human consumption, unfit for animal consumptions, or whether it is suitable for trimming, re-working or downgraded.

3) Any meats returned that have been spoiled, are diseased, or otherwise unfit due to customer handling/storage etc will not be accepted. Our customers should take appropriate measures/dispose of problem/product under the appropriate legislation: The Animal by-products regulations 1774/2002/EC in their own premises.

4) All the returned products are subject to the recording procedure and put on hold until resolution.

5) Products should always be chilled within specified temperatures on its return. The temperature should always be below 5˚C for fresh and below -18˚C for frozen products. Senior management or supervisory personnel shall authenticate details on return to premises.

6) All product returns must be notified to the office within 24 hours of invoice date.

7) Items must be returned in the same untouched quantity as ordered. (for exampleReceive 10, return 10)
  • Items that are rejected at point of delivery to the customer are accepted without any further temperature probing required.
  • If the customer calls to return an item after the delivery driver has left their premises the driver must probe the items to ensure the product is within the specified parameters (See below, pack to pack probing may be required for certain items such as gas flush product) and label with “QUARANTINE” tape placing in a segregated tray on the delivery van

Red Meat & Game 7°C
Red Tractor Pork 5°C
Poultry 4°C
Offal 3°C
Cooked Meats 4°C
Minced Meat 2°C
Sausage & Burgers 4°C
Frozen -18°C (-12°C tolerance)
Frozen Red Tractor Pork -18°C (NO TOLERANCE)
Frozen Meat Preparations (Burgers/Sausages) Pork -18°C (NO TOLERANCE)

*If product temperature is out of specified temperature please call the office and discuss action to be taken with a Manager* 

  • Upon return to the factory all returns are to be temperature probed again and placed into the quarantine cage so that they can be checked for acceptance.
  • Products that do not meet the above temperature parameters or are deemed as unacceptable (blown packaging, contaminated product) must be condemned, stained and placed into CAT 2 waste.

Reference: QA 1.10.2

Issued By: Josephine Faherty

Version: 5

Date Issued: 11/11/24

Product Returns